Frequently asked questions

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Questions and answers

If your question is not answered in the list below, please email it to the Daintree Support team.

Installation and activation

Licensing

Support entitlements

Capture hardware

SNA software

Installation and activation

What is software activation?

Activation, which consists of the online verification of a unique activation code, is part of the installation process for the Sensor Network Analyzer. You cannot use either a purchased or evaluation copy of the software until it has been activated.

How do I get an activation code?

This code is provided automatically when you register the SNA software. Simply go to www.daintree.net/register and enter the registration code you received with your SNA software, together with the email address to which you want your activation code sent. Note that registrations codes are provided with both purchased and evaluation copies of the software, and are typically found on the product packaging.

How do I activate my software?

The first time you start the SNA software, you will be prompted to enter your activation code.

If you want to activate your software at a later date (for example, after purchasing an enhanced version, or when transferring your license to a different PC), go to the SNA Help menu, and then select Activate License.

Why can't I activate my software?

Activation requires a live Internet connection such that the activation code can be validated by the Daintree Networks activation server. If you have a problem activating your software, it may be caused by one of the following activation faults:

Error Message: The activation server is currently unreachable.

Possible Cause: You do not have a live Internet connection
Possible Remedy: Please connect your PC to the Internet and try again.

Possible Cause: A firewall or proxy server is blocking the connection to the activation server.
Possible Remedy: If you have a personal firewall (such as Windows Personal Firewall or Norton Internet Security), try disabling the firewall long enough to complete the activation. If you have a network-based firewall or proxy server, try disabling the firewall or proxy long enough to complete the activation. The Daintree Networks activation protocol consists of encrypted payload running over the HTTP protocol on TCP port 80. The activation protocol will traverse a proxy server provided the proxy settings are configured in the operating system (e.g. you may configure the proxy setting via Internet Explorer for instance). However the activation protocol does not support per-transaction authentication.

Email activation: If you are still unable to activate your software after attempting the above possible remedies, follow the on-screen instructions for activate your software via email. Note that you must be using SNA release 1.7 or newer. See the instructions below to install the latest SNA release.

Error Message: The activation code has exceeded its activation count.

Cause: This error message indicates that the activation code has already been activated on the same or on another PC. This will occur if the SNA has already been activated the prescribed number of times as permitted by Daintree Networks. If you have already installed the Sensor Network Analyzer on another PC you may not activate again without the explicit permission from a Daintree Networks representative.
Remedy: If your PC has crashed or you have re-installed the operating system on your PC and the SNA is asking you to re-activate the software, send a request to reactivate your copy of the SNA, with your Standard or Professional edition activation code, to our support team.

How do I re-activate software after a PC crash or re-install?

If your PC has crashed or you have re-installed the operating system on your PC and the SNA is asking you to re-activate the software, send a request to reactivate your copy of the SNA, with your Standard or Professional edition activation code, to our support team.

How do I install the latest software release?

When you are first installing the SNA software, you have the option to download the latest release from the Daintree Networks website.

  • Go to www.daintree.net/register and enter your 15-digit registration code and email address.
  • After you click Next, follow the link provided to download the latest version of the SNA software.
     

Note that you will be able to use this new version of the software only if this is the first time you have activated the product using that registration code, or if you have a current Software Update and Support (SUS) subscription.

How do I upgrade my software to an enhanced version?

Some versions of the SNA software that you receive from Daintree's semiconductor partners provide the option to trial more fully-featured versions of the software for 30 days. Each time you start the SNA software, a product activation screen provides you with the option to select the version of the software that you want to run, and shows you the number of days that remain in your 30-day trial.

At the end of the 30-day trial, if you want to continue using one of the enhanced versions of the software, you can purchase it from this website, or by contacting the Daintree sales team. After purchasing the software, you will receive an activation code that you can enter in either of the following ways (to permanently unlock the enhanced feature set):

  • From the product activation screen that appears each time you start the SNA software, select the option to Activate Enhanced Edition.
  • From the SNA Help menu, select Activate License.
     

Note that discounts apply if you are upgrading from a Standard edition of the SNA software that you purchased directly from Daintree Networks to the Professional edition.

What does the message "dll could not be initialized properly" mean?

This is a known issue that prevents the SNA software from running simultaneously with the Kaspersky AntiVirus software. There is currently no workaround for this issue, other than to disable the Kaspersky AntiVirus software, and if necessary, install an alternative anti-virus package.

Which operating systems are supported by the SNA?

The SNA software is supported on Windows 2000 and Windows XP (SP2 recommended) and Windows Vista (32-bit version). It is not supported on any other operating systems including Linux and MAC OS.

Licensing

What types of licenses are available to use?

There are two types of licenses available: Single User and Evaluation:

Single User License

If you have purchased a license to use the Sensor Network Analyzer (SNA) Standard Edition or Professional Edition, you have been issued a Single User License . You may install and use one copy of the SNA on a single computer in your workplace. For the purposes of portability, Daintree Networks will in some cases grant permission for the installation of the software on one or more additional computers. If you have been explicitly granted one or more additional installations (in writing) you may install and activate the SNA on each of the additional computers. However you may only use one copy of the software at any one time. You are not authorized to install, share or use any of the SNA on multiple computers, a network storage device, or other storage device for the purpose of sharing the software between multiple users.

Evaluation License

If you received a license to use the Sensor Network Analyzer Basic edition or to evaluate the Standard or Professional edition, you have been issued an Evaluation License. You may install and use one copy of the SNA on a single computer in your workplace, and make use of enhanced features of the SNA which are provided for review and evaluation for those purposes only. Your license is for your own internal use only. The SNA software may embody mechanisms to limit the functionality of the software during the evaluation. The Evaluation License may be terminated at any time by Daintree Networks. You may contact Daintree Networks to convert your evaluation license for the SNA to a Single User License by purchasing a license to use the SNA Standard Edition or Professional Edition.

If you have been provided a 30-day evaluation of the enhanced editions of the Sensor Network Analyzer (Standard Edition or Professional Edition), the 30-day evaluation period will allow you to determine whether to purchase an enhanced edition of the analyzer. During the 30-day evaluation period you may contact Daintree support by email to enquire about product features. At the end of the 30-day evaluation period, you can continue to use the Basic edition. Note that the Basic edition does NOT include ongoing support after the initial 30-day period.

Can I transfer my license to another PC or another user?

Daintree provides a license portability feature for the Standard and Professional editions of the SNA. License portability is not available for Basic edition of the SNA software or for evaluation licenses. Note that this process typically requires assistance from the Daintree Support team.

You can transfer SNA license entitlements from one computer to another for the following purposes:

  • A one-way transfer of the license to another computer.
  • A single user wanting to access the software using multiple computers.
     

In both of these instances, the license can be active on only one computer at any time. This is done by first "releasing" the license from the initial computer, and then "activating" the license on the second computer.

Note that for the following steps, both PCs must have Internet access so that they can communicate with Daintree's license management server.

On the PC that currently holds the license

1. From the SNA Help menu, select About Sensor Network Analyzer.
2. Click the License button, and then click the Release License button.

On the PC to which you want to transfer the license

1. If required, install the SNA software.
2. From the SNA Help menu, select Activate License. This transfers all license entitlements to the new computer..

What happens to my license when I upgrade my software?

When you upgrade your software (for example from the Standard edition to the Professional edition), you will receive a new activation code to permanently unlock the additional functionality. The license is transferred to the enhanced version of the software.

When you update your software from one release to the next, you can install the new release over your existing installation. Your license will be preserved and effectively transferred to the new release.

Support entitlements

What support does Daintree provide?

Any software not purchased directly from Daintree Networks is covered by a 30-day warranty. This includes Basic and evaluation editions of the Sensor Network Analyzer software that are provided with semiconductor kit supplied by our partners.

The Standard and Professional editions of the Sensor Network Analyzer that are purchased directly from Daintree Networks include a 30-day warranty to protect you against defective media, plus a 12-month subscription to our Software Updates and Support (SUS) program, which provides regular software updates and expert support from the Daintree support team.

How can I check my current support entitlement?

From the SNA Help menu, select About Sensor Network Analyzer, and then click the License button.

How do I purchase additional support?

You can purchase a 12-month support subscription through this website or by contacting the Daintree Sales team.

Why does the SNA think my support entitlements have expired?

If the SNA thinks that your support entitlements have expired, it will not allow you to do things like install and use the latest SNA software releases.

This typically occurs because you are using an older version of the SNA that does not automatically update your entitlements from Daintree's registration server.

To check your support entitlement:

  • From the SNA Help menu, select About Sensor Network Analyzer, and then click the License button. This opens the License Information window to show which edition of the SNA is running, what your activation code is, and when your support entitlements expire.


To update an incorrect support expiry date:

  • From the License Information window, click the Update Support button. This reads the latest expiry date details from the Daintree server and updates your SNA software. (Note that this button is not available in older SNA releases prior to version 1.7.)


If the Update Support button is not available (releases prior to 1.7):

  • Close the SNA application.
  • Go to www.daintree.net/register and enter the registration code DBW91.
  • Follow the instructions to download and install SNA version 1.7.
  • Restart the SNA application, and then repeat the instructions above to check and update your support entitlement details.

Capture hardware

What hardware can I use with the SNA?

The SNA software is dependent on a hardware device to capture packets which are then forwarded to the SNA for analysis. It supports the following capture devices:


Note that Daintree makes no guarantee about the performance or reliability of the third party devices; nor whether the use of such a device will meet the ongoing needs of a particular customer. Daintree Networks will provide limited support to assist in connecting the SNA to the third party capture device. Some problems may require Daintree Networks to refer the customer to the support organization of the third party.

Why doesn't my capture device appear in the SNA Source list?

There are two main reasons why this may occur:

  • Your capture device may not be a model that is supported to work with the SNA. Check our list of supported third-party capture devices,
  • Your capture device may not have been properly configured to work with the SNA. Check the application notes that describe how to download firmware and configure your device as required through the SNA's Device Manager.

SNA software

How do I find out which software edition I am using?

From the SNA's Help menu, select About Sensor Network Analyzer. The "About" dialog box shows you which software release you are currently running. Click the License button to display details about the software edition you are using (Basic, Standard or Professional), plus additional information including your activation code and support entitlement expiry date.

What is the latest software release, and how do I get it?

Software updates are available to all customers with valid Software Update and Support (SUS) contracts. They are notified by email as soon as a new version of the software becomes available, and given download and installation instructions so they can start using the new and improved functionality immediately.

Others can find out about new software updates in the following ways:

  • Check the "What's New?" section of the Daintree website for the latest product announcements.
  • New users can Register on this website (by providing your SNA product registration code and email address), and then follow instructions to download the latest release.

Find out more about SNA software updates.

Why is the Visual Device window not showing all (or any) of my devices?

The SNA has two different modes for discovering devices: passive and active. The devices it can discover (and therefore display in the Visual Device windows) differ depending on the current mode.

  • During a passive discovery, the SNA starts to discover devices AFTER it begins capturing. Therefore, any devices that joined the network before the SNA capture began, will not show up in the Visual Device windows.
  • During an active discovery, which requires the SNA Professional edition and a device capable of "active" analysis such as Daintree's 2400E, the SNA is able to join a network that has already formed, and then poll the network to discover its devices and routes.

You can manually run an active network discovery to refresh the Visual Device displays at any time. See the SNA's online help for instructions.

Note that all network packets are shown in the packet list/decode regardless of whether the devices sending/receiving those packets are shown in the Visual Device windows.

Why are my messages not being decrypted even after I enter my security key?

Depending on which vendor's hardware you are using, it may be necessary to reverse the byte order of the security key to enable the SNA to correctly decrypt messages.

The byte order that the security key needs to be entered in the ZigBee stack differs between different vendors' implementations. In the SNA, the security keys are entered in the byte order as used by the security examples in the ZigBee specification, which is also the same way as IEEE addresses and Network keys. If an address or key is 1:2:3:4... on a piece of paper, it is used as ....4:3:2:1 in code/over the air. The SNA inputs and displays keys and addresses in the "paper" form and does the conversions internally before processing them.

Why are some APS layer security encoded packets being decrypted when others aren't?

To successfully decode a message encoded with APS layer security, both the security key used to encrypt the message and the IEEE address of the sending device need to be known. This means that the SNA cannot decrypt messages using APS layer security sent from devices that joined the ZigBee network before the SNA was capturing, because the short address to IEEE address mapping will be unknown. A workaround for this is to stop and start the network so the SNA detects the network formation, or use an "active" device to join the network and discover its neighbors. Contact Daintree support if you have questions about this.


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